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Firstsource Solutions Limited

Team Leader

Firstsource Solutions Limited

With business certificates
Established in 2001 | 10,000+ employees
5th Floor, Firstsource Building, Plaza D, Northgate Cyberzone, Filinvest Alabang, Muntinlupa, Metro Manila
Total vacancies for this job title : 2
Posted on : August 05, 2020
Job ID : 362783

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Client Profile:
Firstsource has over 100 customers across the globe, including Fortune 500 and FTSE 100 companies. Our endeavour is to create and extend superior business value for our customers by identifying, simplifying and operating the right business processes.
Department: Operations
Location: Manila
Reports to: Operations Manager
Position Summary
Associates are the company’s primary interface with existing and potential customers and are responsible for ensuring that the customers receive the maximum benefit from the company’s products and services.  Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business.
Part of a Team Leader's job is to actively offer client's products and services to customers within compliance regulations.
Key Accountabilities
  • To own the customer relationship through a team of Advisors
  • To demonstrate good knowledge of Client products and processes across functions and their customer base. 
  • To build and maintain internal relationships across own organisation and, where appropriate and wider Client organization
  • To act as coach on a range of products and techniques for dealing with customer issues at each stage of the customer interaction. 
  • To ensure compliance targets are met for own team and to meet people related targets. 
  • To act as the first escalation point for customer complaints and retain ownership until resolution.
  • To be responsible for resource adherence and capability matching within their team.
  • To meet all people management related targets. 
  • To drive operational performance through quality coaching, performance management /discipline where appropriate.
Minimum Requirements for Hiring:
  • Minimum – A Graduate from recognized university
  • At least 1 year of Team Lead experience in a Mortgage industry
  • Demonstrated team handling skills
  • Understanding of call centre environment
  • Willing to take on challenging environment
  • Willingness to work in shifts and during Holidays / Weekends
  • Competitive salary package
  • Rice Allowance
  • FREE Medical insurance (HMO) for self and dependents
  • Life Insurance
  • Leaves convertible to cash(*)
  • Rewards and Recognitions
  • Yearly Appraisal bonus
  • Employee-friendly culture
  • Excellent Employee Referral Program
  • Career development and growth opportunities(*)
You may visit our corporate website:

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